Telephone Techniques & Services

What is telephone etiquette?

Telephone etiquette relates to the correct way to answer the telephone in a business environment. Using the telephone requires 3 skills:

1) receiving and making calls professionally

2)taking a clear message

3) knowing what communication services are available

*Don't forget to say 'Thank you for calling' at the end of the call.

Tips for Making Calls

1. Ensure you know the reason for making the call.

2. Introduce yourself and explain why you are calling.

3. Write down any information you receive.

4. Say figures in pairs like 12-78 instead of 127-178.

5. Do not use slangs like ;OK' or 'Bye'.

Recording Systems

a) voicemail                  b) answering machine         c) answering services

Golden Rules for Message Taking

1. Write out the message as you listen. Redraft it afterwards with key info in correct order.

2. Listen carefully. Ask caller to repeat what you do not understand.

3. Check key facts (person's name, caller's number and address).

4. Double-check dates, times, place names, prices etc.

5. Pass urgent messages on immediately.

Limitations of Telephones

1. Do not provide a permanent record of a business transaction.

2. are not suitable for discussing confidential matters.

3. are not suitable for transmitting detailed information (account statement)

Things to Avoid

• giving minimal information e.g.. 'No.' and 'Yes.'
• screening-don't ask who's calling
• no reply: answer every call; if you can't ensure you have a voicemail/answering machine.
• phrases: I don't know, I can't, Just a second...

Procedure for Getting Information

• Ask caller if you may place them on hold.
• Wait for a response from the caller.
• Tell the caller why they are being placed on on hold.
• Give a time frame.
• Thank the customer for holding when you return to the phone.

Personal & Company Directories

1. Personal directories: can be held on paper or stored electronically on your phone or computer.

2. Company directories: may be issued on paper but are usually held electronically., of then on the company's intranet.

Functions and Operations of Automated Switchboards

a) Traditional Switchboard: need an operator to receive and connect incoming calls. Outgoing calls are usually made direct by the extension users.

b) Automated Switchboard: does not have an operator. An automated voice greets callers and offers menu options.

Paging devices

Pagers are small hand-held devices on which people can be reached easily and quickly, especially when cellphones could cause problems or be unreliable. Pagers beep, flash or vibrate.

Communication Services Providers (CSP)

In order for a telephone to work, it needs the services of a CSP.

Sources of Information & Business Structure

Types of Reference Materials

1. Dictionary & Thesaurus

• list of words and their meanings
• spelling of words
• pronunciation of words
• abbreviation of words

A thesaurus provides a list of alternative meanings (synonyms) for various words, as well as opposite meanings (antonyms).

2. Telephone Directory

• telephone numbers of subscribers in alphabetical order
• names
• addresses
• Yellow Pages (list of businesses-classified and in alphabetical order)

3. Internet

• www: world wide web commonly known as the web
• enables you to find a lot of information
• has search engines like Google, Yahaoo! or Bing
• has official sites like government sites
• be wary of Wikipedia and blogs written by individuals
• Avoid technical websites and scholarly papers that have info you do not understand

4. Hansard: provides a daily and weekly verbatim report of parliamentary proceedings

5. Official Gazette is a government publication; produced weekly/monthly; includes info like Acts of Parliament, government notices, public appointments and lists of bankruptcies.

6. Maps are also a source of reference material.

7. Trade Journals: specialist magazines published at regular intervals and aimed at a particular profession or trade. One can find job vacancies, articles, features, classified section

8. Post Office Guide: provides info on post offices' regulations services, opening and closing times 

9. Schedules/Timetables: provide a list of planned events chronologically. They are used by airline and ferry operators (transport companies).

Business Structure

Centralised Structure

Management makes most decisions and pass down instructions to other staff.

Decentralised Structure

Staff are involved more in decision making. This is the opposite of centralised structure, e.g.

 

a) Pyramid structure shows an organisation that has progressively more people at each lower level. Strategic decisions will be made by staff lower down the pyramid.

b) Matrix structure is often found in organisations that deal with special 'one-off' projects. These companies may be working on several projects at once, such as building a hotel, sports facility or shopping centre in different Caribbean territories. The project team works on a project until it is complete. it is then disbanded and a new team is formed to work on a new project.

c) Independent structure exists when individuals can make their own decisions about their operations, even if they work as part of a larger enterprise.

Visual and Electronic Communication

 Visual communication is a means of transmitting information using videos, tables, posters, graphs etc.

    

Pie Chart

A pie chart is a circular graph that displays data. Pie Charts are widely used in the business, statistics, analytics, mass media.

Bar Chart

A bar chart is a way of summarizing a set of categorical data.

Flow Chart

A flowchart is a type of diagram that represents a workflow or process.

Signals: No need for words.

 

Body Language

Body language is a type of nonverbal communication in which physical behaviors, as opposed to words, are used to express or convey the information. 

        

Electronic Communication

Electronic communication is the meaningful exchange of information via technology.

Teleconference

Teleconference is a method of conducting a telephone conference call among 3 or more people.

PROS OF TELECONFERENCE	CONS OF TELECONFERENCE
1. saves time and money	1. prone to technical challenges
2. efficient record-keeping	2. can't see facial expressions (non-verbal communication
3. encourages productivity	3. eliminates informal interactions
4. reliable way of holding meetings	4. discourages team dynamics (fewer people control)

Videoconference

Videoconference is the use of technology which lets people in remote places hold face-to-face meetings, instead of meeting in person

PROS OF VIDEOCONFERENCE	CONS OF VIDEOCONFERENCE
1. saves time and money	1. prone to technical challenges
2. can be recorded and replayed	2. video conference facilities can be costly
3. meetings are more focused and shorter	3. proper preparations are needed
4. can see facial expressions	4. confidential discussions are not possible

Electronic Mail

Email enables messages to be transmitted easily from one computer to another anywhere in the world. One can attach documents, save communications, save time and money. However, emails can be disadvantageous due to viruses, pressure to reply an misunderstandings.

Voicemail

Voicemail is a computerised telephone answering system.

Facsimile

Facsimile machine or fax machine: allows you to transmit and receive exact copies (facsimiles) of documents to and from other similar machine using a standard phone line. Types of fax machines include:

1. Laser Faxes: highest print resolution; expensive 

2: Inkjet Faxes: least energy, print with high resolution

3. Direct thermal: uses heat-sensitive collated paper.

Cellular Phone (Mobile Phone)

The cell phone is a portable communication system.

Paging System

Pagers are carried in a pocket and buzz or vibrate when the person is needed to go to a telephone. They are often used by hospital doctors or managers of large organisations.